Q2: If I have problem with my ticket(s) or another question regarding my ticket application, who do I contact?

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1 FREQUENTLY ASKED QUESTIONS UEFA FUTSAL EURO 2012 Q1: Where will the UEFA Futsal EURO 2012 be played? A1: The UEFA Futsal EURO 2012 will be played in Arena Zagreb in Zagreb and in Spaladium Arena in Split, both in Croatia. The distance between the two venues is cca 400 km. Q2: If I have problem with my ticket(s) or another question regarding my ticket application, who do I contact? A2: You can contact the the customer service appointed by the Croatian Football Federation (HNS): By phone: outside Croatia: inside Croatia: By support@futsaleuro2012.hr Monday to Friday between and local time. Q3: How can I apply for tickets? Can I obtain tickets for the UEFA Futsal EURO 2012 from online auctions or from a ticket exchange site? Are these tickets official? A3: Tickets are available via 3 different sales channels: 1) Online via The UEFA Futsal EURO 2012 ticket portal is open for ticket orders from 16.00CET on 28 November. Applications need to be registered no later than 24 hours before each selected match. 2) TISAKmedia agencies From 28 November until the day of the final, tickets will be available for sale in 23 TISAKmedia agencies throughout Croatia. Further information regarding location and opening hours can be found at the end of the document (Appendix 1 TISAKmedia agencies). 3) Arena Zagreb & Spaladium Arena ticketing offices Tickets can be purchased from the ticket offices at both the Arena Zagreb and the Spaladium Arena from 29 January 2012 until the day of the final. - Opening hours on match days: from 09:00 until the end of the match (local time). - Opening hours on non-matchdays: from 09:00 to 11:00 and from 15:00 to 18:00 (local time). Tickets are not available on auction sites and ticket exchange sites. 1

2 Q4: Who will be able to apply for tickets through A4: Everybody with online and offline-payment opportunity. Q5: What are the ticket prices for UEFA Futsal EURO 2012? A5: We offer three (3) different type of tickets in three (3) price categories: Group stage/quarter final matches: - Category 1: 60,00 kn (~ 8,00 EUR) - Category 2: 40,00 kn (~ 5,50 EUR) - Category 3: 20,00 kn (~ 2,75 EUR) Semi-finals (includes both matches): - Category 1: 70,00 kn (~ 9,50 EUR) - Category 2: 50,00 kn (~ 6,75 EUR) - Category 3: 30,00 kn (~ 4,00 EUR) Final (includes 3rd place match & Final): - Category 1: 80,00 kn (~ 11,00 EUR) - Category 2: 60,00 kn (~ 8,00 EUR) - Category 3: 40,00 kn (~ 5,50 EUR) Applications made online ( or via TISAKmedia agencies will benefit from a 50% discount. Ticket prices are 23% VAT inclusive. Q6: Are there any Administration Charges in addition to the ticket prices? A6: For tickets purchased via TISAKmedia agencies or at the respective arenas ticketing offices no administration fees are charged. For tickets purchased online ( the administration/shipping fees are the following: A. Ticket orders with pick-up at arena ticketing office (per application) 10,00 kn or ~ 1,34 EUR (VAT included) B. Ticket orders with delivery within Croatia (per application) 42,00 kn or ~ 5,60 EUR (VAT included) +0,35% ticket(s) value insurance. C. Ticket orders with delivery worldwide (per application) 240,00 kn or ~ 32,00 EUR (VAT included) +0,49% ticket(s) value insurance Q7: How many ticket(s) am I entitled to apply for? A7: One person can purchase a maximum of 6 tickets per match. Tickets ordered for a specific match have to be in the same price category. Should you wish to purchase tickets for a larger group (more than 6 persons), please download the Group Ticket Order Form available on and return it to the following address: support@futsaleuro2012.hr. 2

3 Q8: What is the procedure to order disabled tickets? A8: Disabled tickets need to be required directly through the Croatian Football Federation. A limited number of wheelchair seating shall be available for those who are unable to attend a Match without a wheelchair due to their physical handicap. An additional complimentary Ticket will be provided to the accompanying person. Both free of charge. Should you wish to apply for a wheelchair access ticket, please use below contact details: By to: support@futsaleuro2012.hr By phone to: (inside Croatia) / (outside Croatia) Q9: When will ticket sales start? A9: Online ticket sales will start on the 28th of November 2011 at 16:00 CET. Sales via TISAKmedia agencies will also start on November 28 and sales via the respective arenas ticketing offices on the 29th of January Q10: Will the tickets be allocated through a lottery process? A10: No, tickets will be allocated on a first come first served basis. Q11: Is there a minimum age for children for attending a match? Can my child sit on my lap? Is there any discount for children? A11: Any children below 4 years of age are not permitted to attend any Match. Children from 4 to 14 years of age must be accompanied by adult over 18 years of age and must be in possession of valid Match Ticket. Q12: Is there a possibility to purchase Tickets for a larger group (more than 6 people)? A12: Yes, there is. Please refer to question 7. Q13: Will my name be printed on the tickets? A13: Names will be printed on the tickets. Q14: How do I pay for my tickets? A14: For applications made online ( By credit card (MasterCard,VISA, Maestro, Diners, ErsteNetPay only) or by Application Offer for payment in a bank/post office or by way of internet banking up until 13 January For tickets purchased via TISAKmedia agencies/arenas ticketing offices: by cash only. Q15: When will my credit card be charged? A15. Your credit card will be charged immediately. 3

4 Q16: Which currency can be used for payment for the Tickets? A16: Croatian Kuna (kn). Q17: Is a secure website? A17: Yes, it is. Via the dedicated pages you can chose your ticket(s) and pay for it with your credit card. Q18: Is my browser version compatible with the UEFA Futsal EURO 2012 Ticket Portal ( Do JavaScript and cookies have to be activated in the browser? A18: Yes, you have to activate both. Q19: What if I mistakenly filled in the wrong details? A19: You can contact the customer service appointed by the Croatian Football Federation and ask for their help. For contact details, please refer to question 30. Q20: Do I receive a confirmation of my Ticket Application? A20: For online application ( you will receive a confirmation /voucher to the address you provided during the application process. Q21: Can I cancel my ticket application? A21: No, you cannot. Q22: How will I know if I will receive the ticket I applied for? A22: For online applications with ticket collection at the arena ticketing office: You will receive a confirmation /voucher to the address you provided during the application process. For online applications with ticket shipment: you will receive a confirmation to the address you provided during the application process. When logging into the ticket portal with your username and password you will also be able to see your delivery tracking number. Q23: Can I apply for tickets in different price categories? A23: Within the same match you have to order tickets in the same price category. Q24: When will the ticket(s) be sent? A24: The tickets will be sent after payment is received and no later than January 23rd If you have not requested your tickets to be shipped, you will have to collect them directly at the respective arenas ticketing offices by showing your confirmation/voucher and your personal ID. Tickets can be collected either the day before the match or on match day. 4

5 Q25: If I damage or lose my ticket(s) or did not receive it on time, what will happen? A25: According to the UEFA FUTSAL EURO 2012 TICKETING TERMS AND CONDITIONS, duplicate Tickets will not be issued under any circumstances. For further information, please contact the customer service. Q26: What rules apply when applying for tickets for the UEFA Futsal EURO 2012? A26: The possession of a Ticket shall constitute unconditional acceptance by the Ticket Holder of the UEFA FUTSAL EURO 2012 TICKETING TERMS AND CONDITIONS and imply an undertaking on the part of the Ticket Holder to observe and comply with them. The Ticketing Terms and Conditions can be found at: Q27: Am I allowed to give or sell my tickets to someone else? A27. No you cannot according to the UEFA FUTSAL EURO 2012 TICKETING TERMS AND CONDITIONS clauses 6.6 and 6.7. Q28: Can Tickets be used for commercial purposes, for example as a prize for a competition or as part of a travel package? A28: No, please refer to the Ticketing Terms & Conditions, clause 8. Q29: Where can I find the UEFA FUTSAL EURO 2012 TICKETING TERMS AND CONDITIONS? A29: The UEFA FUTSAL EURO 2012 TICKETING TERMS AND CONDITIONS can be found at: Q30: If I do not find the answer to my question in this document, who can I contact? A30: For questions that are not addressed in the FAQ, fans should contact the customer service appointed by the HNS: By support@futsaleuro2012.hr By telephone: (inside Croatia) (outside Croatia) Monday to Friday between and local time. 5

6 Appendix 1 - TISAKmedia agencies TISAKmedia agencies City PO Box Address Opening days Opening hours TISAKmedia ĐAKOVO Đakovo Bana Jelačića 48, Đakovo Monday-Friday 08:00-20:00 Saturday 08:00-20:00 TISAKmedia DUBROVNIK Dubrovnik Brsalje 9 Monday-Friday 08:00-21:00 TISAKmedia HVAR Hvar Trg Sv.Stjepana bb Monday-Friday 08:00-20:30 Saturday 08:00-20:30 TISAKmedia KARLOVAC SUPERNOVA Karlovac Prilaz Vjećeslava Holjevca 12 Monday-Friday 09:00-21:00 TISAKmedia zračna luka Split Kaštela cesta dr.franje Tuđmana 96 Monday-Friday 06:00-22:00 Saturday 06:00-22:00 Sunday 06:00-22:00 TISAKmedia Makarska Makarska Mala obala/marineta 1 Monday-Friday 08:00-21:00 Sunday 08:00-21:00 TISAKmedia OPATIJA Opatija Maršala Tita 103 Monday-Friday 08:00-21:00 Sunday 08:00-21:00 TISAKmedia OSIJEK Osijek Trg Slobode 6 Monday-Friday 08:00-20:00 Saturday 08:00-14:00 TISAKmedia Portanova Osijek Osijek Svilajska 31a, Portanova Monday-Friday 09:00-21:00 TISAKmedia Pazin Pazin Muntriljska 1a Monday-Friday 08:00-20:00 Saturday 08:00-20:00 TISAKmedia PULA Pula Flanatička 1 Monday-Friday 07:00-21:00 Saturday 08:00-18:00 TISAKmedia SISAK Sisak S.i A. Radića 1 Monday-Friday 08:00-20:00 Saturday 08:00-15:00 TISAKmedia Slavonski Brod Sl.Brod Osječka 284 Supernova Monday-Friday 08:00-21:00 Sunday 09:00-14:00 TISAKmedia Split Split Vukovarska 207 Monday-Friday 09:00-21:00 TISAKmedia VARAŽDIN Varaždin Kukuljevićeva 13 Monday-Friday 08:00-20:00 Saturday 08:00-15:00 TISAKmedia VELIKA GORICA Velika gorica Šetalište F.Lučića 1, V.Gorica Monday-Friday 08:00-21:00 TISAKmedia Zadar-Supernova Zadar Ulica akcije Maslenica 1 Monday-Friday 08:00-21:00 Sunday 08:00-21:00 TISAKmedia ZAGREB ASTORIA Zagreb Račkoga 2 Monday-Friday 07:30-21:00 Saturday 07:30-21:00 TISAKmedia ZAGREB POTHODNIK Zagreb Pothodnik - Grgura Ninskog bb Monday-Friday 07:30-21:00 Saturday 07:30-21:00 TISAKmedia ZAGREB GAJEVA Zagreb Gajeva 2 Monday-Friday 08:00-20:00 Saturday 08:00-20:00 TISAKmedia ZAGREB FRANKOPANSKA Zagreb Frankopanska 5a Monday-Friday 08:00-20:00 Saturday 08:00-16:00 TISAKmedia AUTOBUSNI KOLODVOR Zagreb Av. Marina Držića Monday-Friday 06:00-23:30 Saturday 06:00-23:30 Sunday 06:00-23:30 TISAKmedia Arena Zagreb Lanište BB Monday-Friday 09:00-21:00 6

1. General Questions General How to apply Tickets & Prices Sales Phase

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